Senior Client Service Account Manager – Payments

About the role

The Senior Associate Client Service Account Manager will own the day‑to‑day service delivery for a portfolio of large, global, technically complex FIG Non‑Bank Financial Institution (NBFI) and regulated payment institution/fintech clients. This role requires a self‑starter with strong collaboration skills and a client‑service mindset to act as a trusted advisor across payments, liquidity, controls and operational resiliency.

Key responsibilities

• Serve as the primary point of coordination and resolution for service‑related matters, partnering with product, operations and technology teams.
• Proactively engage client stakeholders to review service performance, monitor delivery against commitments and sustain high satisfaction across regions and time zones.
• Own service issue resolution and escalation, coordinating root‑cause analysis, communications and durable remediation under governance frameworks.
• Communicate complex process, data and technology topics clearly to both operational and senior client audiences.
• Identify product and service gaps, propose enhancements to improve straight‑through processing, reconciliation, reporting, controls and operational efficiency.
• Support adherence to risk policies by reinforcing control expectations and advising on legal, regulatory and cyber‑related developments.
• Advocate for clients by aligning regional service teams and internal stakeholders on priorities, timelines and accountability.

Required profile

• Significant experience in financial services client service and/or Treasury Services/Payments, with ownership of a client portfolio.
• Strong understanding of domestic and international payments and treasury services, including operational risk, liquidity flows, cut‑offs, exception handling and controls.
• Proven ability to operate in a fast‑paced, high‑accountability environment and to manage complex issues through structured execution.

Required skills